Five9 Genius AI Answers the Challenge of One-off AI Solutions

SAN RAMON, Calif.: Five9, (NASDAQ: FIVN), provider of the Intelligent CX Platform, today announced the latest addition to the Five9 Genius AI Suite, including the four-step Five9 Genius AI process, a strategic approach to deliver fully customizable, AI-elevated CX across the customer journey. This process allows companies to quickly identify the high value cases for AI, implement and deploy them, and ultimately realize ROI sooner, all with the support and guidance of Five9 experts. The comprehensive set of orchestrated solutions creates AI-powered CX journeys, enabling companies to offer more contextual and personalized interactions that align with business goals.

Five9 AI Knowledge is the newest addition to the Five9 Genius AI Suite. AI Knowledge harnesses the power of GenAI to solve one of the biggest pain points in customer experience: Quick access to answer any customer question. Until now, existing technologies relied on curated FAQs and knowledge bases to reference answers, which can be very limiting. AI Knowledge eliminates this hurdle by distilling a customer’s request, in real-time, using contextual data pulled from an organization’s vast knowledge sources to accurately identify and surface the most relevant answer for every interaction – whether with a virtual or live agent. With faster access to responses using AI Knowledge, companies can reduce hold time, customer frustration, and ultimately, costs.

“AI has enormous potential to improve the customer experience. However, many organizations still struggle with how to use AI effectively given that it is complex, ever evolving, and often, poorly implemented,” said Callan Schebella, Executive Vice President, Product Management at Five9. “Five9 has been a trusted partner to our customers with extensive expertise in CX and AI. We don’t just build AI-enabled CX products, we guide customers in every step to successfully implement and evolve solutions that map to their business needs. With the Five9 Genius AI product suite and a flexible, customer-centric process, our goal is to enable customers to deliver rich, insightful, elevated customer experiences at every touchpoint.”

The Five9 Genius AI process is a four-step approach for customers who are unsure about where to start their AI journey. It features four consecutive steps: Listen, Analyze, Tailor, and Apply. The methodology focuses on discovering comprehensive and rich data, analyzing operational gaps with insights, and tailoring models with contextual data and knowledge to deliver truly personalized experiences.

“In a rapidly evolving CX landscape, companies need a data-driven approach coupled with a comprehensive suite of AI-enabled products to empower organizations to transform CX,” said Maribel Lopez, Founder and Principal Analyst at Lopez Research. “Beyond multichannel and self-service support, organizations need to look for products that deliver AI-driven insights, methods to responsibly customize AI with a company’s specific contextual data, and the ability to apply these insights and knowledge to real world scenarios such as agent assistance and call summaries.”

Five9 AI Knowledge is in preview and will be available in Q4 2024. Click here to register for Five9 AI Day on Thursday, September 12, a virtual event to learn more about the latest Five9 Genius AI innovations. Hear from industry experts and customers about how they are driving tangible business outcomes with AI-elevated CX.

About Five9

The Five9 Intelligent CX Platform, powered by Five9 Genius AI, provides a comprehensive suite of solutions to power AI-elevated customer experiences that deliver better business outcomes and Bring Joy to CX™. Our unified cloud-native offering enables hyper-personalized customer experiences and more empowered employees, making every customer interaction more connected, effortless, and personal. Trusted by 2,500+ customers and 1,400+ partners globally, Five9 brings together the power of AI, our platform, and our people to drive AI-elevated CX.

For more information, visit www.five9.com.

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Fonte: Business Wire